Director of Retail Operations

Position Summary

The Director of Retail Operations leads all aspects of the museum’s retail program, overseeing the museum store to maximize earned revenue while advancing the museum’s mission and brand. This role is responsible for merchandising, buying, financial performance, staff leadership, and creating an engaging retail experience that complements exhibitions and enhances visitor engagement. The Director of Retail Operations takes a hands‑on, solutions‑oriented approach, balancing strategic leadership with active involvement in day‑to‑day operations.

This role also oversees the café operator to support revenue generation, enhance visitor experience, and promote external visibility.

• Develop and implement a retail strategy aligned with the museum’s mission, exhibitions, and audience goals
• Identify practical, cost‑effective opportunities to grow revenue through in‑store, online, and pop‑up retail channels
• Collaborate with CFO/CAO on financial planning, pricing strategies, and revenue optimization

• Oversee day‑to‑day operations of the museum store, ensuring excellent customer service and efficient, effective processes
• Establish and maintain standard operating procedures, policies, and internal controls
• Manage retail systems (POS, inventory management, e‑commerce platforms)
• Provide hands‑on operational support as needed

• Lead product selection and sourcing, with a focus on mission‑aligned, high‑quality merchandise
• Develop unique, cohesive, and appealing retail collection, including exhibition‑related items and collaborations with artists and local vendors
• Maintain optimal inventory levels and visual merchandising standards to maximize sales while minimizing excess

• Develop and manage the annual operating budget for retail operations
• Monitor sales, margins, inventory turnover, and KPIs; implement strategies to improve profitability
• Ensure accuracy and integrity of inventory data
• Analyze trends and performance data to inform purchasing and pricing decisions
• Maintain a strong focus on cost management, operational efficiency, and revenue optimization

• Oversee the museum’s online store ensuring accuracy and alignment with in‑store offerings
• Support a functional, customer‑friendly digital presence as a complementary retail channel

• Recruit, train, and supervise retail staff, including managers, associates, seasonal employees, and volunteers
• Foster a customer‑focused, inclusive, and collaborative team environment
• Set performance goals and provide ongoing coaching and professional development
• Lead by example through active engagement in both strategic initiatives and day‑to‑day operations

• Create a welcoming, educational, and engaging retail experience that enhances the visitor journey
• Ensure high standards of customer service and resolve customer concerns as needed
• Integrate storytelling and interpretation into retail spaces

• Build relationships with vendors, artisans, and publishers
• Ensure compliance with all financial, legal, and safety regulations
• Partner with marketing to promote retail offerings through campaigns and events
• Collaborate with curatorial, experience, and development teams on special projects

Required

• Bachelor’s degree in business, retail management, or related field (or equivalent experience)
• 7+ years of progressive retail leadership experience, preferably in cultural institutions or destination retail environments
• Proven track record of driving retail sales growth and managing budgets
• Strong merchandising, buying, and inventory management experience
• Excellence in team leadership and staff development
• Excellent written, oral and interpersonal communication skills
• High level of integrity, creativity, and resourcefulness

Preferred

• Experience in museum, gallery, cultural, or destination retail settings
• Familiarity with mission‑driven merchandising and artist/vendor partnerships
• Experience maintaining e‑commerce platforms

• Strategic thinking balanced with strong execution skills
• Financial acumen and operational discipline
• Creativity in…